…THE (ONE) WHO IN THE PUBLIC INTEREST, HAS THE INDEPENDENCE OF JUDGEMENT, AND THE PERSONAL COURAGE TO CHALLENGE ILLEGALITY IS A PUBLIC HERO.
FUAD ALAKBAROV
CONSUMER ALERT!
Spectrum aka Charter has made it so that employees are fired for not harassing customers enough. Its called N.S.A = no Sale Attempt, and if you get so mad you demand a supervisor because they will not take no for an answer, or hang up out of frustration because you are being offered everything and you only wanted 1 thing like internet, t.v., phone chances are you earned that employee a bonus. But if you keep the employee on the line for more then 15 minutes to complain / not buy anything you may have caused that employee a write up!
Back in 2019 employees were trained to add home phone to unsuspecting customers and lie to them and say it comes with the equipment, when they were really being charged 9.99 a month for it, when word of this got out to save face Spectrum fired employees who had the highest rate of compliance with adding unwanted services.
Every time you buy a service it is called a PSU and top officials send out emails warning employees if they do not get more than 1 PSU out of you, they will have to explain to their bosses. The rule is if you cannot buy they have to get you off their line within 7 minutes or they are held accountable for the sales they did not get out of you. No call should go beyond 30 minutes, and if it took 30 minutes or more to be on the phone with you they better have a “QUAD” to show for it, ( that means they got you to buy; t.v., internet, home phone, & cellphone). to the left of their screen is an in-call timer and agents are watched to the second. Spectrum / Charter expects employees to bring in 25 – 30 PSU per day + 2 to 3 mobile (cell Phone) sales per day. Those with the least amount of sale are let go for lack of performance. There are no exceptions to these rules elderly customers who may need more time on the line are sometimes transferred without being helped by employees who fear getting fired, agents who honors a customer request to not push sales of other products, are pulled aside, verbal warnings, then written warnings then termination.
EMPLOYEE ALERT!
Take notice that the new commission plan, and performance rules were developed to help Spectrum ? Charter to get around state & federal employee protections. 1st FMLA – when an employee loses time from work for family and personal medical reasons they are protected right? WRONG, a couple of leaders devised a plan to fire all employees that take advantage of FMLA by blaming it on performance. And when one of those leaders; Josh Ball were verbally reminded that FMLA is a protected right, he was quoted saying, the absence is protected not the performance, and when you are not here you can not meet the performance goals assigned to you. One of the men responsible for this rule has recently been promoted for the amount of employees he managed to get rid of in one call center during COVID time, and for the rules he implemented regarding forcing products on customers, which thanks to all he has done has made Spectrum / Charter very profitable in the last two years, his name; John F Scuteri, and in February 2021 they gave him a corporate position working directly under GVP Tony Guevara.
2nd – Commission Plan; if you work for this company you have been hearing them talk about new commission structure since 2019 – 2020, in fact a lot of seasoned employees left the company when they read the fine print, but have all the employees read the fine print? For instance you may already know any sales you make you must wait 2 months to collect on the commission for that sale, but did you know if you had 100% attendance in January , but your kid ends up in the hospital, or you end up in the hospital or absent for any reason in March when its time to pay you, a $5,000.00 commission can turn into $80.00? That`s because under the the new plan they can take back what is owed to you if you do not maintain 90% logged in time. They call it dropping a tier.
Why would a company with seemingly excellent benefits and so-called excellent pay have 1 of the highest turn over rates in the nation? They fire the medically covered, non performers, and they make others believe in a dream of fancy cars and big checks until the employees learn the grim reality. When you apply for a job you are being sold to from the very beginning, it is an interesting approach people from H.R. and current top performing sale agents each coming in to sell you on why you should work for Spectrum / Charter, they make it sound like the worse part of the job is the customers even stating dealing with them can be stressful, but what they do not tell you is their rules and company policy are what leads to customer outrage, you are not allowed to give real customer service sell or get them off your line! If you are planning to take a job with this company I invite you to secretly record your training sessions so we can submit them on here to show the excellence in their selling tactics, to new / potential employees. We already have pics of the email demands for sales on customers and pics of timers, etc. to support this article but more pics and submissions are always welcomed.
FREEDOM WHISTLEBLOWERS 